Customer Welfare

Information for passengers with reduced mobility, unwell passengers and passengers needing medication

 

If you’re looking for a little extra help when booking your next dream trip, at First Choice, we’ve got a friendly and knowledgeable Customer Welfare team dedicated to finding the holiday or flight that’s right for you. Give us a call on 0203 451 2585 to find out more, or if you’d like to request information in another format. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

If anyone on the trip has difficulty walking 400 metres, or climbing the aircraft steps, you’ll need to let us know at least 48 hours before you’re due to fly. However, we advise getting in touch as soon as possible to help make extra arrangements ahead of your holiday.

 

How to book your holiday or flight

 

If you’re disabled, less mobile, visually impaired or undergoing medical treatment, please contact our Customer Welfare Team on 0203 451 2748 before you book so we can advise which holidays or flights are most suitable for you. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

CHOOSING A HOTEL

 

Adapted rooms at our hotels

 

If you need an adapted room – for example with a walk-in shower, or wider doors for a wheelchair – please give our Customer Welfare Team a call before you book. We can check if the hotel you’re interested in has any suitable rooms.

 

Requests for specific rooms

 

If you would like a room located in a specific area of the hotel, such as on the ground floor, near the main facilities or close to a lift, we can add these as a request to your booking. Unfortunately, they can’t be guaranteed, but we’ll do our best to help you.

Rooms with fridges

 

In most hotels, the availability of an in-room fridge will depend on what type of room you’re booking. If you’ll need a fridge to store any medication, please check when you book. Sometimes, fridges will be available at a charge.

If there isn’t a fridge included with your room type, we can add a request to your booking, but unfortunately, we can’t guarantee availability. If the hotel team isn’t able to meet your request, they’ll make sure a fridge is available – usually in reception or in the kitchen – to store medication 24 hours a day.

Dietary requirements

 

If you have specific dietary needs, give us a call before you book and we’ll find out if the hotel can cater for you. We’ll also add a note to your booking to make the hotel aware of your requirements, although you should speak to the restaurant staff when you arrive, too. If you have any severe allergies, please contact us to discuss.

 

Kids’ clubs

 

There are a few things to bear in mind when it comes to kids’ clubs.

  • Children who are unwell won’t be able to join.
  • If your child has specific needs or requirements, please check with the kids’ club staff at the hotel to make sure they can accommodate them.
  • Sometimes, even when you’ve checked in advance, there may be reasons why the club can no longer accommodate your child’s needs. When this happens, you may need to stay with your child to provide the care and attention they require.
  • If your child has an allergy or any other special requirements, please let the kids’ club staff know when you sign them in for the first time.
  • You should make sure you’re satisfied with the facilities and staff providing the service before enrolling your child at the kids’ club. Unfortunately, we’re unable to take responsibility or guarantee that standards at hotel-run clubs meet UK standards.

 

AT THE AIRPORT AND ONBOARD YOUR FLIGHT

 

Airport assistance

 

If you’ll need assistance when you get to the airport, call our Customer Welfare team at least 48 hours before you travel. Assistance can’t be guaranteed if you don’t let us know before this time.

 

Airport announcements

 

Just so you know, some airports don’t announce flight information over the tannoy. If you can’t read the flight information on the screens, ask a member of staff to help you.

 

Seats

 

The seat pitch (i.e., the distance between the rows) on your aircraft will vary based on which airline you are flying with. We recommend checking with the airline directly to ensure the seat meets your needs.

Some airlines will be able to make extra provisions for your needs, so get in touch with them directly to see where they can help. Specific seat bookings will need to be made directly with the airline.

If you’d like to talk to us about your seating needs, please contact our Customer Welfare team on 0203 451 2585. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

Onboard wheelchairs

 

Most airlines carry onboard wheelchairs to help you move between your seat and the toilets. You must be able to either move yourself, or have an assistant to help you between your seat and the onboard wheelchair. Speak to the airline to confirm availability for your flight.

 

Accessible toilets

 

Most aircraft have toilets that are accessible when using the onboard wheelchair. Speak to the airline to discuss accessibility needs on your flight.

 

Specialist harnesses and safety chairs

 

Get in touch with the airline directly to discuss if these are available for your flight.  Alternatively, please call our Customer Welfare Team on 0203 451 2585 for more details. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

Travelling with a personal assistant (see Travelling with a personal assistant and being self-reliant for full details.)

 

We recommend getting in touch with the airline directly to discuss if this is available for your flight. Alternatively, please call our Customer Welfare Team on 0203 451 2585 for more details. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

Making a complaint about an airline or airport welfare facilities:

 

If you have a complaint about the welfare services you receive, please speak to a member of the airline or airport staff at the time of the incident. If you want to make a complaint once you’ve returned home, we recommend speaking directly to the airline you travelled with. Alternatively, you can fill in our after-travel contact form when you return home.

 

Taking your wheelchair

 

To find out if your chosen airline will allow you to take your wheelchair onboard, please get in contact with them directly. Alternatively, please call our Customer Welfare Team on 0203 451 2585 for more details. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

Electric wheelchairs

 

If you’ve got an electric wheelchair, you’ll need to let our Customer Welfare Team know so we can make the necessary arrangements. Please let us know the make and model of your wheelchair when you call.

 

Wheelchair batteries

 

Most airlines will allow you to bring a battery-powered wheelchair if it meets the conditions given in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods, plus any other related CAA rules. Visit the CAA website for more details. Alternatively, please contact us as soon as possible if you’re travelling with a battery-powered wheelchair or mobility aid and give us the following information when you call:

  • Make and model of the device
  • Battery type
  • Dimensions of the device


We will need to check with the airline you are flying with to see if you are able to fly with it onboard.

 

Preparing your wheelchair for the flight

 

Wheelchairs need to be stored in an upright position for the flight and it’s important the battery is securely attached to the mobility aid.

The ways of inhibiting the circuits to prevent the mobility aid activating by accident vary depending on the model and battery type:

Mobility aids with non-spillable or dry cell batteries, and mobility aids with lithium-ion batteries:

  • Battery terminals must be protected from short circuits e.g. enclosed in a battery container
  • Battery must be securely attached to the wheelchair or mobility aid
  • Electrical circuits must be isolated, so there is no chance of the device being operated by accident. If this isn’t possible – and as a last resort – you’ll need to disconnect the battery cables and the battery terminals must be insulated to prevent short circuits

Mobility aids with spillable wet-cell batteries:

  • Battery must be securely attached to the wheelchair or mobility aid
  • Electrical circuits must be isolated, so there is no chance of the device being operated by accident. If this isn’t possible – and as a last resort – you’ll need to disconnect the battery cables and the battery terminals must be insulated to prevent short circuits

If you’re wheelchair can’t be stored in an upright position, you’ll need to do the following:

  • Remove the battery, and store in strong, rigid packaging
  • Protect the battery terminals against short-circuiting

 

Instruction manual

 

You’ll need to bring the manufacturer’s operating instructions for your mobility aid. If you don’t have the details, visit the BHTA website where most makes and models are shown. If you can’t find information for your device you’ll need to contact the manufacturer direct, or the shop where you purchased it.

 

Loss of, or damage to, mobility aids

 

Many airlines’ liability for the loss of, or damage to, mobility aids is restricted to the limits applied by the Montreal Convention. This is currently 1131 SDRs – Special Drawing Rights – or approximately £1,034. Regardless of which airline you use, we recommend your wheelchair is fully insured.

 

Taking an assistance dog

 

A registered assistance dog can travel with you in the cabin with most airlines. However, we recommend checking directly with your chosen airline. Just so you know, your dog will need a Pet Passport and you’ll need to book a separate seat for them, at no extra charge. For more information, give us a call on 0203 451 2585. Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

Travelling with a personal assistant and being self-reliant

 

You’ll need a personal assistant to travel with you if you don’t meet the UK Civil Aviation Authority definition of being self-reliant. This means you need to be able to:

  • Open your seat belt
  • Leave your seat and reach an emergency exit without help
  • Collect and fit a lifejacket
  • Put on an oxygen mask without help
  • Understand the safety briefing and instructions given by the crew in an emergency – including information provided in accessible formats

You may also want to think about travelling with a companion if you need help with any of the following:

  • Breathing, i.e., if you rely on supplementary oxygen
  • Feeding. Though Cabin Crew can help you to open containers.
  • Toileting. Cabin Crew can help you move through the cabin in a wheelchair to reach the toilet, but you need to be able to use the toilet facilities unaided.
  • Medicating. You need to be able to administer your own medication if you need it during the flight.

 

Personal assistants

We recommend you reach out to your chosen airline for full details on where they seat personal assistants and any policies on allocated seating.

 

Carrying medication and medical equipment 

If you’ll be carrying medication or medical equipment with you in the aircraft cabin, you’ll need to bring a doctor’s letter or prescription that shows all the items you need. This is to make sure you can pass through check-in and security without any problems.


We recommend you confirm with the airline you are due to travel with if this is included in your baggage allowance. Normally airlines will ask for the size and weight of this, so ensure you have this to hand.

 

Diabetics 

You can carry insulin and a pen injection device in your hand luggage during your flight. Most airlines will require you to let them know about it when you check in and you’ll also need to show a doctor’s letter or approved diabetic card.

 

If you need to use medical equipment on the flight

 

If you will need to use any medical equipment onboard your flight, you’ll need to give our Customer Welfare team a call before you travel. Please have your flight details to hand when you call us, so we can check with the airline in advance of you travelling.

Most airlines will need the following details about the equipment:

  • Name of equipment
  • Manufacturer
  • Make and Model
  • Size
  • Whether it is battery-operated
  • Type and wattage of battery, if it’s battery-operated
  • Weight

 

We’ll also need to know whether you’ll need to use the equipment during take-off or landing, and how regularly you’ll use it while you’re in the air.

 

If you need oxygen on the flight

 

Please get in contact with your chosen airline directly to see if they can provide this during your flight. Alternatively, call our Customer Welfare Team before you travel to make arrangements.

 

Fitness to fly

 

Suffering from certain medical conditions means you’re more likely to notice side-effects when you travel by air. Because of this, you’ll need to declare the conditions listed below before you

 

Recent surgery

 

If you’ve had major surgery within a few months before your holiday ­– operations involving your heart or lungs, for example – you’ll need to get a Fit to Fly Certificate with most airlines.

 

Broken bones

 

If you’ve had a plaster cast fitted less than 48 hours before you’re due to fly, your doctor will need to split the cast. It’ll usually be split in two and supported with more bandages. This is to allow for any swelling during the flight. You’ll also need to bring a Fit to Fly Certificate with most airlines.

If your plaster cast was fitted outside of 48 hours, you won’t need a Fit to Fly certificate. We’d still recommend you speak to your doctor about any extra precautions you need to take whilst you’re away.

 

Infectious diseases

 

If you’re suffering from any severe infectious disease – tuberculosis, for example – you won’t be able to travel with most airlines. If you’ve recently had a severe infectious disease, you’ll need to bring a Fit to Fly certificate with most airlines.

 

Chickenpox, measles, mumps, rubella and meningitis

 

If you’ve recently suffered from chickenpox, measles, mumps, rubella or meningitis, there will be a recovery period before you’ll be able to travel with most airlines.

Here’s when you’ll be able to travel with most airlines:

  • Chickenpox: 7 days after the last new spot appears.
  • Rubella: 4 days after the rash appears.
  • Measles: 7 days after a rash appears.
  • Mumps: When swelling has subsided – this is usually 7 days, but might take up to 14 days. You’ll need to contact your doctor who’ll let you know if you can travel.
  • Meningitis: When you’re completely recovered.

 

Medical conditions that could be affected by altitude

 

Some pre-existing medical conditions mean you’re more likely to suffer from the effects of altitude when you fly. If you suffer from any of the following conditions, you’ll need to get a Fit to Fly certificate from your doctor with most airlines.

  • Severe Angina
  • Myocardial Infarction
  • Heart Valve Disease
  • Abnormal Heart Rhythms
  • Cardiac Failure
  • Coronary Artery Bypass grafting
  • Angioplasty
  • Cerebral Artery Insufficiency
  • Stroke or CVA
  • Asthma: If you’ve got severe asthma or you’ve recently been prescribed oral steroids, you’ll need a Fit to Fly Certificate
  • Chronic Obstructive Pulmonary Disease (COPD)
  • Emphysema
  • Cystic Fibrosis
  • Bronchiectasis
  • Pneumonia
  • Neonatal Respiratory Problems

 

RESORT TRANSFERS

 

Choosing your transfer

 

If you’re taking an electric wheelchair or scooter, you’ll need to book a taxi transfer to your hotel. You won’t be able to take it on most coach transfers. We can also arrange a taxi transfer for you if you won’t be able to climb the steps on the coach. Please note there’s an extra charge for taxi transfers.

Just so you know, the taxi may not be a vehicle adapted for wheelchair users, but we will try our best to organise this.

If you’re able to travel on the coach transfer, but want to book specific seats – such as the front row – unfortunately we can’t guarantee this. However, we’ll be happy to add a request to your booking.

 

Discounts on taxi transfers

 

If your coach transfer would have been included in the price of your package holiday, give us a call and we’ll sort out a discount against the cost of the taxi transfer for you, as long as you can provide a doctor’s letter. If the coach transfer would have cost extra, or you can’t provide a doctor’s letter, you’ll have to pay the full price for the taxi.